HomeComplaintsExpekt Casino SE - Player's account is mistakenly reopened.

Expekt Casino SE - Player's account is mistakenly reopened.

Amount: 14,000 kr

Expekt Casino SE
Safety Index:High
Submitted: 17 Nov 2024
Case opened Current status

Waiting for Casino Guru to reply

6d 20h 18m 16s

Case summary

1 hour ago

The player from Sweden requested permanent account closure at Expekt in 2017 due to gambling addiction but was able to open a new account using the same data. After playing for 14000 SEK, the player contacted the complaints department, which took over two months to respond, concluding no error on their part despite inaccuracies in handling the case.

Public
Public
17 hours ago

In 2017-06-30 I contacted Expekt support via e-mail asking them to close my account permanently due to gambling addiction. I provided all necessary personal data for this.


I got a reply confirming my account closure and that I was never going to be able to open an account at Expekt again.


However I had a week moment and was looking for places for gambling again. I could open a new account with the same data which was supposed to be blocked. I managed to play for 14000 sek before I stopped myself.


I was in contact with the Expekts complaint department. It took them over two months to come to the conclusion that they haven’t done anything wrong. I doubt they even read my mail and screenshots because they got my first name wrong twice.

Public
Public
4 hours ago

Dear k98m9c54x5,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Expekt Casino SE.

Please allow me to ask you a few questions, so I can better understand the situation. 

  • Could you please advise under which circumstances was your new account opened? Which personal information was used to create the new account?
  • Have you received any justification as to why your refund request was denied?
  • Could you please share with me the response you received from the casino regarding your refund request? My email is tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas


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3 hours ago
Translation
Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

Casino Guru is examining the case

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